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4 full days without internet, teksavvy cable TorontoWhere do I begin. Right now I'm using my neighbours wifi which keeps cutting out every 2 minutes. I work from home and need to be connected for work.
I moved to teksavvy form Rogers in January as I needed more monthly bandwidth than the 60 Gb I was getting with Rogers. And basically for the same price I was getting 300Gb of bandwidth and faster connection. There was a small problem transferring over though, I called Teksavvy first to find out what I needed to do, rogers, cable modem and so on. So I cancelled Rogers and bought a cable modem and was told I rang them once I had the cable modem in my possession as they needed that before they could take the order. This is where the problems started. When I called back they said they are no longer offering services in my area (Victoria Park and Kingston Road in Toronto) as of today. I explained that I had called only last week and did everything they told me to do including cancelling my rogers (I was due to bring my rogers equipment back in 2 days time) and I already bought the cable modem. Basically was told too bad.
So I got angry, asked to speak to a manager, and after advising everything above he agreed I needed to be allowed to sign up. So order was put in, paid, and was told they had to have an engineer come out. I asked since I'm already with rogers can't they just switch it over. They said no, that an engineer had to come out to switch me on. I advised well I have to bring rogers equipment back by Wednesday so I was under the impression it was a simple switch over remotely and I would not notice much if any downtime. They couldn't switch me on until the next week. So I was a week or so without internet which to this day I don't understand why as I'm essentially using the same rogers service being resold.
Since then the connection has been pretty good and stable, same as it was before with Rogers directly. Once every few weeks I experience a couple of hours downtime due to maintenance or what have you but nothing more than 3 or 4 hours and it was sporadic. Speeds were good although I never know how much bandwidth I'm using as teksavvy don't offer this ability to monitor and when you have multiple machines running in the house you can't really monitor it yourself accurately.
So on Wednesday 15th August at 7.30 am approximately my net goes down. Figured it was just the normal outage and would be back in an hour or two. 9.30 am and it is still out so I decide to call teksavvy to check as I had a project due to launch later that day. Spent about 15-20 minutes I think on hold waiting to be put through to a tech. Once I got through we went through the usual procedures, modem on/off/reset etc etc. The modem was fine and connecting ok to the network. One thing I noticed at this time though was that my ip address had changed from a 24 one to a 198.84.160. one or something. It had always been a 24 one before. So even though I had an ip address on the network and I could ping the gateway and dhcp server I could not get out past that. We did tracert after tracert, netsh after netsh. After 1 hour on the phone and this was my cell phone as my normal phone is a VOIP SIP one, the tech conceded it is a routing problem and he must submit a ticket to Rogers to check into. Probably a bad ip or something he thought. My hardware was fine and it showed I was connecting to the network ok and it wasn't my local desktop or router causing the problem. Also, my lease time on the ip was only 1 hour so it was probably down to some maintenance in the area he advised. He said it should come back online in a couple of hours.
So I called my client and told them I would be late delivering the project due to internet problems. So 2.30 pm comes and still no internet. I call back teksavvy this time I spend 45 minutes on hold I think so half my monthly day time minutes are already gone on my cell with 2 calls. Finally get put through to another tech who advises that there is nothing they can do as a ticket has already been filed with Rogers and they have to wait up to 24 hours, yes 24 hours, before any more action can be taken. I was angry as this was not mentioned to me in the first call and I was fully expecting to be back online at this point working. The tech said it may come back online any hour now but should definitely be working by the morning.
So no internet the entire day/night. Modem still showing it's connected, by lights and on 192.168.100.1 status page and all readings within normal as per the first tech. Although my lease time on the ip went up to a week now but it was still that 198.84.160.ip range.
Next morning still no internet. So I call. Spend 45 mins on hold. Tech says Rogers replied saying that they couldn't connect to my modem so it was off at 3 am in the morning. Now I really was angry as I specifically left it on all night. I told the tech this and said surely you can see the modem is online and he said yes. I said what now, he said we need to reply to them letting them know your still having problems and the modem was and is on. He said it should be sorted by lunchtime.
So lunchtime comes, no internet. I wait and finally around 4pm I call again, 45 minutes on hold, I'm now over my allotted daytime cell minutes for the month. Speak to a girl and straight away says can't do anything until rogers reply to teksavvy's reply and it could be 24-48 hours. Yes 48 hours this time. I was fuming now, fuming that these timelines keep changing and I'm only finding out after the fact. Basically it is 24 hours between rogers replies and rogers may do nothing. How can anything get resolved this way if the person/people meant to fix the issue do not contact me directly or the middlemen (teksavvy) cannot get a quicker reply. I understand the first 24 hour response time, but after that if the issue is not resolved this time frame should be moved up into 1/2 hour increments. Otherwise simple problems could take days if not weeks to resolve. Also, the tech advised many people in my area were having problems. This later turned out not to be true after speaking with a tech the next day.
So no internet for 2 days now, Wednesday and Thursday. My client is angry over the delays and unfortunately I don't have the option of working somewhere else right now and my only neighbour that has wifi was away so I couldn't even ask him for his password.
So Friday comes, day 3. Call, spend 45 minutes on hold and then I'm cut off. Yes cut off. Call again and spend another 40 mints on hold. This is all on my cell phone so my bill this month is going to be through the roof. Explain what has gone on to this tech (tech number 5) and he says they are waiting on Rogers to get back to them. I say it's not good enough now and I want to speak to a manager. Finally am put through to David and explain what has gone on and how much of my time has been wasted. He reads the file and says he is not happy with what he has seen, especially with the response from Rogers. He said although he won't be working the weekend he will get another manager to call me once Rogers reply and hopefully get me back online by the morning (Saturday) so I don't have to keep waiting on hold. I said fine but explained how important it is I get connected as I have 3 days work to catch up on this weekend now. He understood. Later that evening around 6.30 David calls me back saying Rogers have replied and have escalated the issue to their Engineering department and it should be all sorted by the morning.
Saturday morning comes, no internet. I wait until 4pm today. Still no net. I call, spend about 20 mins on hold and I'm put through to the very first tech I spoke to. He remembers me and the routing problem. He looks at the file and apologises it hasn't been fixed yet. He then says Rogers replied this morning and said they checked and there are no problems on their end. I say "what?", are you kidding me? "Does that mean they basically did nothing?" because that is what it sounds like to me. Also, Rogers replied that morning, but nobody from teksavvy called me, nobody. You would think that when Rogers replied to you, especially with that answer you would call the customer promptly instead of waiting 7 hours for the customer to call you.
So now, speaking with the tech he clearly knows Rogers are messing about, for whatever reasons. he says lets try something else. I said you do know if this works I'm going to find you and kick your ass as I've had no net for the past 4 days now. He laughs. I laugh with an empty heart. So do a few things, modem off, release/renew etc etc. Still no joy. But now after this I'm not even getting a public ip address but rather a self-assigned 169 one. So the tech now thinks it is a dhcp issue. Neither my router or desktop directly can get an ip address even though the modem is working and everything is fine on it. So he says all he can do is send off another reply to Rogers linking it to the previous ticket saying it may be a DHCP issue.
One thing I did say to the techs on Thursday and Friday and Saturday was that I think it is something to do with these new IP's I am being assigned. As before the downtime my ip's were always the 24 ones and now all I am getting are these 198.84.160 ones. I can ping the gateway at 198.84.160.1 and I can ping the DHCP server at 24.212.236.33 something ok but the dns servers cannot be pinged (206.248.154.22, 206.248.154.170). I asked the techs could they not just assign me a 24 ip and see if that worked. They said they have no control over this and only rogers have access to the DHCP server. Which I find strange. I understand rogers are providing the backbone as it is but I thought teksavvy would have some sort of technical control at this level at least.
At this stage I'm doubtful if this will be fixed tomorrow, Sunday, or even Monday, and I'm going to have to call Rogers directly to switch back as I can't afford any more downtime as this has already cost me money, cost me over 6 hours of my time since Wednesday speaking with techs or being on hold. I also went out this evening to best buy to get a desktop wireless card so I can at least try to get some work done. And I can barely get a signal never mind ftp 10 gb of files to Europe for work. That was a waste of $60.
I find it incredible that I could probably call Rogers Monday morning and they would have be online either the same day or Tuesday, all on the same network/system. This surely is an abuse of their position in the market. I'm angry at both Teksavvy for wasting my time and giving me the runaround but also at Rogers for what is clearly a business tactic to make their competitors look bad.
One fed-up customer.
As of 00.50 Saturday night I have the following when the modem is directly connect to my pc:
Connection-specific DNS Suffix: Description: Realtek PCIe GBE Family Controller Physical Address: 00-1F-BC-09-7A-7C DHCP Enabled: Yes IPv4 Address: 198.84.160.14 IPv4 Subnet Mask: 255.255.255.224 Lease Obtained: August-19-12 12:49:49 AM Lease Expires: August-26-12 12:49:50 AM IPv4 Default Gateway: 198.84.160.1 IPv4 DHCP Server: 24.212.236.33 IPv4 DNS Servers: 206.248.154.22, 206.248.154.170 IPv4 WINS Server: NetBIOS over Tcpip Enabled: Yes Link-local IPv6 Address: fe80::c5d2:10c6:dde5:87b9%10 IPv6 Default Gateway: fe80::c671:feff:fe76:f6e0%10 IPv6 DNS Server:
The modem status page has the following:
DOCSIS Downstream Channel Acquisition Done DOCSIS Ranging Done Establish IP Connectivity using DHCP Done Establish Time Of Day Done Transfer Operational Parameters through TFTP Done Register Connection Done Cable Modem Status Operational Initialize Baseline Privacy Done
The modem signal page has the following:
Downstream Bonding Channel Value Channel ID 1 2 3 4 Frequency 591000000 Hz 597000000 Hz 603000000 Hz 609000000 Hz Signal to Noise Ratio 37 dB 36 dB 37 dB 37 dB Downstream Modulation QAM256 QAM256 QAM256 QAM256 Power LevelThe Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading -2 dBmV -2 dBmV -2 dBmV -2 dBmV
Upstream Bonding Channel Value Channel ID 1 2 3 4 Frequency 31296000 Hz 25296000 Hz 22096000 Hz 38596000 Hz Ranging Service ID 343 343 343 343 Symbol Rate 2.560 Msym/sec 2.560 Msym/sec 2.560 Msym/sec 2.560 Msym/sec Power Level 46 dBmV 44 dBmV 44 dBmV 46 dBmV Upstream Modulation [3] QPSK [5] 16QAM [3] QPSK [5] 16QAM [3] QPSK [5] 16QAM [3] QPSK [5] 16QAM
Ranging Status Success Success Success Success
Signal Stats (Codewords) Bonding Channel Value Channel ID 1 2 3 4 Total Unerrored Codewords 197059820 196303455 196303454 196303679 Total Correctable Codewords 149 50 45 5 Total Uncorrectable Codewords 1620 1300 1444 1407
The modem logs page has the following:
Aug 19 2012 03:43:30 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=c4:71:fe:76:f6:b5;CM-QOS=1.1;CM-VER=3.0; Jan 01 1970 00:00:13 6-Notice Cable Modem Reboot due to power reset ;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; Aug 18 2012 23:37:07 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=c4:71:fe:76:f6:b5;CM-QOS=1.1;CM-VER=3.0; Jan 01 1970 00:00:13 6-Notice Cable Modem Reboot due to power reset ;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; Aug 18 2012 22:09:46 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=c4:71:fe:76:f6:b5;CM-QOS=1.1;CM-VER=3.0; Jan 01 1970 00:00:13 6-Notice Cable Modem Reboot due to power reset ;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; Aug 18 2012 21:38:47 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=c4:71:fe:76:f6:b5;CM-QOS=1.1;CM-VER=3.0; Jan 01 1970 00:00:27 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=c4:71:fe:76:f6:b5;CM-QOS=1.1;CM-VER=3.0; Jan 01 1970 00:00:13 6-Notice Cable Modem Reboot due to power reset ;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; Aug 18 2012 21:29:27 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=c4:71:fe:76:f6:b5;CM-QOS=1.1;CM-VER=3.0; Jan 01 1970 00:00:30 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=c4:71:fe:76:f6:b5;CM-QOS=1.1;CM-VER=3.0; Jan 01 1970 00:00:13 6-Notice Cable Modem Reboot due to power reset ;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; Aug 18 2012 21:16:51 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=c4:71:fe:76:f6:b5;CM-QOS=1.1;CM-VER=3.0; Jan 01 1970 00:01:56 3-Critical T05.0 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=c4:71:fe:76:f6:b5;CM-QOS=1.1;CM-VER=3.0; Jan 01 1970 00:00:13 6-Notice Cable Modem Reboot due to power reset ;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; Aug 18 2012 20:54:27 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=c4:71:fe:76:f6:b5;CM-QOS=1.1;CM-VER=3.0; Jan 01 1970 00:00:18 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=c4:71:fe:76:f6:b5;CM-QOS=1.1;CM-VER=3.0; Jan 01 1970 00:00:13 6-Notice Cable Modem Reboot due to power reset ;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; Aug 18 2012 20:50:52 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=c4:71:fe:76:f6:b5;CM-QOS=1.1;CM-VER=3.0; Jan 01 1970 00:00:13 6-Notice Cable Modem Reboot due to power reset ;CM-MAC=e4:83:99:5a:54:ad;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; |
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I'm able to ping the DNS server #1 no issues, and the IP address you have is a TSI address. I'm on the 69.x range myself. If you're not able to ping the DNS servers, it definitely sounds like a routing issue, or they have you on the wrong IP subnet for some reason.
Not much you can do except have TSI / Rogers sort it out. It is unfortunate that there are delays in the TSI / Rogers communications (my #1 complaint with TSI right now), but it is what it is - part of the TSI experience. An alternative to going back with Rogers is to get a second connection (i.e. DSL) as a backup when these issues happen - they don't happen often, but when they do, you can be down for quite a while due to the delays between TSI and Rogers. They should have been clearer with how long this takes, but yes, be prepared for 1 - 2 weeks to get an issue like this sorted. Granted, with Rogers you'll have faster service when dealing with issues specific to your connection ... there were obviously reasons you decided to go with TSI, so only you can figure out what makes the most sense to you. |
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2 edits |
to torontoirish
i'm in scarborough and have been down for the last 3 days with the same issues. now waiting for the second ticket with the SAME information sent to rogers as the first one. 24-48 hours more and I have to keep checking up because they don't call me back if there is a reply.
Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation. All rights reserved.
Windows IP Configuration
Host Name . . . . . . . . . . . . : AdminPC Primary Dns Suffix . . . . . . . : Node Type . . . . . . . . . . . . : Hybrid IP Routing Enabled. . . . . . . . : No WINS Proxy Enabled. . . . . . . . : No
Ethernet adapter Local Area Connection:
Connection-specific DNS Suffix . : Description . . . . . . . . . . . : Realtek PCIe GBE Family Controller Physical Address. . . . . . . . . : C8-60-00-B2-63-97 DHCP Enabled. . . . . . . . . . . : Yes Autoconfiguration Enabled . . . . : Yes Link-local IPv6 Address . . . . . : fe80::edf1:ecc3:34df:8b07%16(Preferred) Autoconfiguration IPv4 Address. . : 169.254.139.7(Preferred) Subnet Mask . . . . . . . . . . . : 255.255.0.0 Default Gateway . . . . . . . . . : fe80::c671:feff:fe76:f6e0%16 DHCPv6 IAID . . . . . . . . . . . : 180903936 DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-0F-0B-7B-1C-C8-60-00-B2-63-97
DNS Servers . . . . . . . . . . . : fec0:0:0:ffff::1%1 fec0:0:0:ffff::2%1 fec0:0:0:ffff::3%1 NetBIOS over Tcpip. . . . . . . . : Enabled
Ethernet adapter Local Area Connection 2:
Connection-specific DNS Suffix . : Description . . . . . . . . . . . : Remote NDIS based Internet Sharing Device
Physical Address. . . . . . . . . : 46-6D-EC-1E-BC-85 DHCP Enabled. . . . . . . . . . . : Yes Autoconfiguration Enabled . . . . : Yes Link-local IPv6 Address . . . . . : fe80::9cb1:8c0e:6846:5da8%14(Preferred) IPv4 Address. . . . . . . . . . . : 192.168.42.93(Preferred) Subnet Mask . . . . . . . . . . . : 255.255.255.0 Lease Obtained. . . . . . . . . . : Sunday, August 19, 2012 6:48:35 AM Lease Expires . . . . . . . . . . : Sunday, August 19, 2012 7:48:40 AM Default Gateway . . . . . . . . . : 192.168.42.129 DHCP Server . . . . . . . . . . . : 192.168.42.129 DHCPv6 IAID . . . . . . . . . . . : 414105670 DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-0F-0B-7B-1C-C8-60-00-B2-63-97
DNS Servers . . . . . . . . . . . : 192.168.42.129 NetBIOS over Tcpip. . . . . . . . : Enabled
Tunnel adapter isatap.{176BA678-CCFB-41DF-8A1F-EAC6D654AA6D}:
Media State . . . . . . . . . . . : Media disconnected Connection-specific DNS Suffix . : Description . . . . . . . . . . . : Microsoft ISATAP Adapter Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0 DHCP Enabled. . . . . . . . . . . : No Autoconfiguration Enabled . . . . : Yes
Tunnel adapter Teredo Tunneling Pseudo-Interface:
Media State . . . . . . . . . . . : Media disconnected Connection-specific DNS Suffix . : Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0 DHCP Enabled. . . . . . . . . . . : No Autoconfiguration Enabled . . . . : Yes
Tunnel adapter isatap.{33E5BAB0-CA92-4E02-9C92-B3036A638967}:
Media State . . . . . . . . . . . : Media disconnected Connection-specific DNS Suffix . : Description . . . . . . . . . . . : Microsoft ISATAP Adapter #2 Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0 DHCP Enabled. . . . . . . . . . . : No Autoconfiguration Enabled . . . . : Yes
Tunnel adapter 6TO4 Adapter:
Media State . . . . . . . . . . . : Media disconnected Connection-specific DNS Suffix . : Description . . . . . . . . . . . : Microsoft 6to4 Adapter #2 Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0 DHCP Enabled. . . . . . . . . . . : No Autoconfiguration Enabled . . . . : Yes |
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TSI JamesTSI James Premium Member join:2008-02-22 |
to torontoirish
» /fo ··· avdirectHi torontoirish, Can you please post your account information in our direct area so we may look into this for you? Please reference the link below in respect to the situation. I'm sorry for the issues that you are going through and I would like to look into this for you ASAP. Once I have your account information I will be able to address this for you in full. » 4 full days without internet, teksavvy cable Toronto |
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to OneWorld9
thank you. I can ping my gateway ok and the dhcp server, tracert to them also without issue, but the dns I cannot ping or tracert. So yeah it's like I'm on the wrong subnet or something and it just won't let me out past the subnet I'm in.
I original went to Teksavvy not just for the 300Gb bandwidth but also because I wasn't happy with how the big companies like Rogers and Bell were bringing in the caps and extra charges. I'm saving about $20 a month but if it's going to take 1-2 weeks to fix a small issue like this then I have to rethink and wish I had informed myself better.
I did think it would take a day or two to have major issues resolved because they are the man in the middle but nothing like this. I have sympathy for teksavvy but at the same time they should be upfront with their customers. What kills me is that my issue can probably be fixed in 2 mins by a Rogers engineer yet it will probably take weeks to fix because of the 24 hour response policy.
This needs to be changed so that 2nd, 3rd and 4th response times are within 1-2 hours, otherwise teksavvy will lose customers like me, not because we want to move but because we just can't have that kind of downtime.
I will start checking into a dsl connection as back today though as you suggested but I'd rather not have the extra hassle and cost of this just because of a rogers/teksavvy communications failure. |
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torontoirish |
to jhuang2
I'm in Scarbourough, well actually right on the line between Toronto/Scarborough, if that makes a different. My bank and the city say Toronto but Rogers bill always would say Scarborough. |
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torontoirish |
to TSI James
Have done this just now. Now into the 5th day, haven't called yet but will at lunch time. No net, using neighbors spotty wifi. |
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1 edit |
to torontoirish
In a situation like yours, where having a connection for work from home (I'm in the same boat) is essential, then a backup connection (no matter which provider you're with) is a very good idea. I have to admit that when I was with Rogers, I never saw the amount of downtime that I have with TSI ... but I also didn't like what Rogers was charging and their caps. Streaming services (Netflix, OnLive) weren't really options without paying huge overage charges. TSI definitely wins on that front - unfortunately, it comes at the cost of lengthy back and forth when there are problems.
I've been with TSI since Jan 2011. The delays TSI has when communicating with Rogers has always been there, and until Marc decides to champion this issue, will likely remain. Unfortunately, the only method TSI has to communicate with Rogers is via e-mail, and it takes up to 48 hours (usually) for Rogers to reply to TSI ... therein lies the problem. As a Rogers customer, you can pick up the phone and talk with Rogers pretty quickly - there's no guarantee that the person you speak to will speak English properly, but you do have that convenience which you don't with TSI.
I really do hope TSI works towards eliminating all these problems which make TSI less of a winning proposition when it comes to service. That being said, for home offices, do yourself a favour and get either a) a business connection (I'm assuming the support is much better; you'd have to check with TSI and business customers to confirm) or b) a backup connection (DSL), which will keep you going in the case of problems like this and make the wait for TSI / Rogers to sort things much more bearable.
As an aside, I stopped calling TSI long ago - the Direct Forum is a much easier / better way to deal with TSI. As long as you can get an Internet connection, no point wasting all your time on the phone. Apparently phone wait times are supposedly going to drop (according to Marc in a recent thread), but anytime I've had to call TSI I've always waited 30+ mins to talk to someone. |
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46666818 (banned)
Member
2012-Aug-19 2:28 pm
There is very little TSI can do with Rogers to fix this. Rogers is doing what they are forced to by law and nothing more and are not required to do more. |
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sbrook Mod join:2001-12-14 Ottawa |
to torontoirish
What is happening is actually very simple. Rogers have done a node split in your area ... i.e. they've reorganized the houses serviced on a given node. When Rogers does this with TekSavvy customers, they request new IPs from TekSavvy.
The problem is that the people who do the node split and the subsequent DHCP readjustment don't seem to update the phub's routing tables so the new IP addresses provided by TekSavvy aren't routed properly!
The trouble is that there are too many "departments" doing these jobs "DHCP dept", "Node Management dept" and "Network Routing dept", they don't always tell each other what the hell they're up to, and they certainly don't tell support!
So support calls go nowhere.
Rogers contract with TPIAs is to acknowledge service reports within 48 hours. Note that's to ACKNOWLEDGE ... they don't even have to do anything. The result is incredibly long delays. Just occasionally (presumably when they don't have too many Rogers own customer problems) they get to them quicker!
The fortunate thing is that it's pretty rare to have problems with cable internet, but when there are, they're enough to make you pull your hair out.
It's sadly not dissimilar with DSL.
I know that this doesn't help you much, but it does help explain how utterly helpless the customer and TekSavvy is under these circumstances. It's not that dissimilar for Rogers own customers ... when things go wrong they tend to go horribly wrong. The only GOOD thing is that as a Rogers customer, you get some level of priority in their actually looking at the problem, unless you use the email support process ... which is the same organisation taht TPIAs have to deal with. They are the Runaround Sue's of Rogers! |
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thanks for the explanation sbrook. i was told that it could be a few problems but no one could really tell and had to keep waiting for tickets to be answered (still doing that). this wait is incredibly frustrating. though unlike op, i don't even get an ip. |
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adrian8 join:2012-08-19 Scarborough, ON |
to torontoirish
Just wanted to chime in. I'm having exactly the same problem, which started at the same time, and I'm in the same area as you. What sbrook is saying seems to make a lot of sense, but doesn't excuse anything. I have a thread open on the TekSavvy forums, where TSI-Martin replied with a link to this thread thinking I was you, since the problem is the same.
The only difference I see in our details is that my default gateway is actually 198.84.160.65, not .1. |
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purefiend
Anon
2012-Aug-19 5:40 pm
This isnt just a coincidence is it? I live also in the scarborough/toronto border.. I.e. pharmacy and danforth. All my hardware is working and so is my internet but for some strange reason it doesnt want to connect. Been without internet since friday.
I have 198.84.xxx.xx as my ivp4 address
Did a troubleshoot and it says "windows cant communicatewith the device or resource (primary) dns server" |
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my friend lives 2 blocks away from me hasnt experienced any problems, but he's with rogers, so it seems to be only teksavvy customers. also been down since friday morning. |
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JenSuisUn Premium Member join:2006-02-23 Chatham, ON |
to torontoirish
Hey Guys,
It's a routing issue. We've tracked multiple customers & have notified our NOC. They should be looking into it.
Martin |
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purefiend
Anon
2012-Aug-19 8:39 pm
Well hopefully we all get our internet access back.. and soon. I'm tired of surfing the web on my phone. |
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to sbrook
Yes, I believe this is the problem but the only thing I would say then is why didn't teksavvy know about this before hand if they gave them the ip's? Rogers is most definitely to blame but sure teksavvy would have known in advance some customers were being moved.
Also, I spoke with my next door neighbour who is on Rogers and they are not having any issues. I cannot reach his wifi signal though but can my neighbour who is on bell, but barely. |
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torontoirish |
to adrian8
I had the 198.84.160.65 gateway also when connected via my router. But when I connected the modem directly to my pc the gateway changes to 198.84.160.1 for some reason. But I had the .65 gateway just today. |
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torontoirish |
to purefiend
yes I had the exact same error and I'm only 2 minutes away from you. |
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torontoirish |
to jhuang2
yes, Rogers customers are fine, just teksavvy ones going through rogers seems to be the problem. My next door neighbour uses rogers directly and he's having no issues. |
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torontoirish |
to JenSuisUn
it may be more than a routing issue. As when Bryan emailed me asking to run some tests and I turned the modem on and off, since then I cannot not get a public ip assigned. Been trying all day. This happened on Saturday also when speaking to Andrew. He said it looks like a DHCP issue now. |
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to torontoirish
have fun with this. I just got a reply from the rogers ticket (3rd? 4th?) and now they say my modem is outdated. DCM 475, i doubt it, everyone else has no problem with it yet mine is oudated? now i gotta wait 5 more days, and since they won't provide any information regarding the modems i don't even know if ill the 476 that constantly reset, which i had before. i don't know how much longer i can put up with this ridiculous runaround.
edit: i already tried the DCHP tickets, led to ^ |
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Just to follow-up. This morning after posting to the teksavvy direct forum I received a call just before noon from Bryan. He said they would do everything in their power to get this resolved and clariffied that I am not the only customer with this issue and that the issue seems to be because of a point of access change that certain users in my area gone through.
But he said he can't tell me when it will get fixed, could be today, tomorrow but could also drag on, all depending on Rogers really. He said though he would double check with teksavvy NOC to make sure there was nothing wrong on their end.
Then I got an email from Bryan at about 2 pm or so asking me to run some test. See my email response below to save me from writing what has gone on.
It's been a very frustrating day, week and I don't know what will happen tomorrow. If this isn't resolved tomorrow I will have no choice but to call Rogers directly and either move back or go elsewhere.
I still cannot believe teksavvy do not have the basic tools to see their customers modems online and that they are reselling a service that due to Rogers ineptitude (deliberate or not) cannot be support adequetly.
I really want to support teksavvy as they are needed, but this sla agreement they have with rogers may as well be non-existant as to get even simple things resolved could take weeks.
Twice now Rogers have said my modem was off, but if this is a routing issue and affecting more than just me, then it wouldn't matter if my modem was off. Now just to clarify, the only time my modem has been off is while doing troubleshooting reboots.
Email I sent today: ========================== Hi Bryan,
After I got your email I did the below and now I do not even have a public ip, even though the modem is connected to the network according to the modem
lights and status page and everything looks normal. I did not have internet until tonight so thus the delay in sending this as I'm using my neighbors
wifi and it keeps cutting out every 2-3 mins.
After rebooting modem and connecting directory to my computer, got the following self-assigned ip address. Tried rebooting a few times but kept getting
a self-assigned ip, so the network was not giving me a public ip. See screenshot number 1.
============================== Connection-specific DNS Suffix: Description: Realtek PCIe GBE Family Controller Physical Address: 00-1F-BC-09-7A-7C DHCP Enabled: Yes Autoconfiguration IPv4 Address: 169.254.135.185 IPv4 Subnet Mask: 255.255.0.0 IPv4 Default Gateway: IPv4 DNS Server: IPv4 WINS Server: NetBIOS over Tcpip Enabled: Yes Link-local IPv6 Address: fe80::c5d2:10c6:dde5:87b9%10 IPv6 Default Gateway: fe80::c671:feff:fe76:f6e0%10 IPv6 DNS Servers: fec0:0:0:ffff::1%1, fec0:0:0:ffff::2%1, fec0:0:0:ffff::3%1 ==============================
But when I connect the modem back to my router I get a public IP address as below. See screenshots 2 & 3.
============================== Connection Type: Automatic Configuration - DHCP Internet IP Address: 198.84.160.91 Subnet Mask: 255.255.255.224 Default Gateway: 198.84.160.65 DNS 1: 206.248.154.22 DNS 2: 206.248.154.170 DNS 3: 0.0.0.0 MTU 1500 DHCP Lease Time 1 Hour ==============================
Note the lease time is 1 hour now. This was 1 week earlier today.
Whenever the lease time is 1 hour, if I change how the modem is connected, e.g. to my router or direct to my pc or laptop, I cannot get a public IP on
the latter system, but if I go back to the original then I get the same IP as before. So Rogers must be issuing ip address based on something, mac
address maybe? I don't know. But it's something to note. Once the lease time goes back to 1 week I can switch between router or computers directly and
get a new ip each time but always in the 198.84.160 subnet range.
I then did a relase on the router, turned off the modem and connected it directly to my desktop and this time I got a self-assigned IP 192.168.100.10 ============================== Connection-specific DNS Suffix: Description: Realtek PCIe GBE Family Controller Physical Address: 00-1F-BC-09-7A-7C DHCP Enabled: Yes IPv4 Address: 192.168.100.10 IPv4 Subnet Mask: 255.255.255.0 Lease Obtained: August-19-12 2:46:55 PM Lease Expires: August-19-12 2:47:45 PM IPv4 Default Gateway: IPv4 DHCP Server: 192.168.100.1 IPv4 DNS Server: IPv4 WINS Server: NetBIOS over Tcpip Enabled: Yes Link-local IPv6 Address: fe80::c5d2:10c6:dde5:87b9%10 IPv6 Default Gateway: fe80::c671:feff:fe76:f6e0%10 IPv6 DNS Servers: fec0:0:0:ffff::1%1, fec0:0:0:ffff::2%1, fec0:0:0:ffff::3%1 ==============================
So I did it again, turned off modem, disabled lan on desktop, gave it 3 mins, turned everything back on and again I'm not getting issued any public IP
but now have IP 169.254.135.185.
So then I went back to the router, turned off modem, connected router, turned on modem and router and connected desktop to router. Went to the router
status page and the modem was not being assigned any ip address. The router advised 0.0.0.0. See screenshot 4.
It is now 3pm Sunday. I'm going to wait until 4.15 to see if the Rogers/Teksavvy DHCP server will then issue me a public IP so I can do your tests.
I've been trying since 4.15 pm today and I cannot now get a public ip address, either via my router or when the modem is connected directly to my pc.
Right now I have the following: ============================== Connection-specific DNS Suffix: Description: Realtek PCIe GBE Family Controller Physical Address: 00-1F-BC-09-7A-7C DHCP Enabled: Yes Autoconfiguration IPv4 Address: 169.254.135.185 IPv4 Subnet Mask: 255.255.0.0 IPv4 Default Gateway: IPv4 DNS Server: IPv4 WINS Server: NetBIOS over Tcpip Enabled: Yes Link-local IPv6 Address: fe80::c5d2:10c6:dde5:87b9%10 IPv6 Default Gateway: fe80::c671:feff:fe76:f6e0%10 IPv6 DNS Servers: fec0:0:0:ffff::1%1, fec0:0:0:ffff::2%1, fec0:0:0:ffff::3%1 ==============================
This is the same thing that happened when I was speaking with Andrew on both Saturday and it seems whenever the lease time on the ip address was 1 hour,
if I then turn off the modem and move it to the desktop or the other way around, i.e. router, then I cannot get a new ip. On Saturday after this
happened with Andrew he said it looks now like a DHCP problem. So this may be a 2 fold problme, routing and DHCP although one fix may resolve everything
I guess.
I received a call from Chad at around 7 pm I think and he said Rogers replied advising my modem was off or not connected. The only time it was off was
while I was doing the above, about 2 minutes each time at most but I needed to do this in order to do the tests you request. I did this at 2.30 or so,
just after you e-mailed asking me to do the tests. Also, all these tests, I did them all with Andrew on Wednesday if that helps.
The below tests could not be run since I have no assigned public IP address since 2.30 pm today.
Now here are the results of your requested tests while connected to my router with public IP 198.84.160.91 and running cmd as administrator.
1. Tracert to google.ca ==============================
==============================
2. Tracert to google.ca ip ==============================
==============================
3. Tracert to facebook.com ==============================
==============================
4. Tracert to facebook.com ip ==============================
==============================
5. Tracert to Default Gateway IP () ==============================
==============================
6. Tracert to DNS IP () ==============================
==============================
7. Ping google.ca ==============================
==============================
8. Ping google.ca ip ==============================
==============================
9. Ping to Default Gateway IP () ==============================
==============================
9. Ping to DNS IP () ==============================
==============================
10. IPConfig /all ==============================
============================== |
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purefiend to JenSuisUn
Anon
2012-Aug-20 12:00 am
to JenSuisUn
I got an email update from TS at 9:45 pm. It said that rogers did something on their end and it should be fixed now. My internet still doesnt work with their update. Another support ticket issued. Another 24-48 hours.... You guys up and running yet? |
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jhuang2
Member
2012-Aug-20 12:04 am
you're in the same loop as i am, just earlier.
send ticket -> rogers says fixed
send another ticket -> DCHP problem now
send another ticket -> modem problem now
........... |
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I have internet. It wasn't working this morning but at 9.50 am (5 mins ago) I noticed the warning sign go from my internet icon near my clock on windows 7.
So I checked my networking settings and it said I was connected to the internet. But when I tried to view a website I couldn't access any.
So I pinged google.ca, got noting. So I pinged 8.8.8.8 and I got a reply. So I went to my lan network settings, changed my dns to:
8.8.8.8 8.8.4.4
and now I can access websites. So there may be an issue with the DNS servers being supplied by the connection. I will turn it back to normal later and see if it works that way.
But for now, I need to catch up on some work as I'm days behind schedule now.
Thanks to Bryan, David, Andrew and Chad in teksavvy for the help. But please please sort something out for communications between rogers and yourself. 24 Hour for the first ticket is fine, but after that if a problem is not resolved, then the time frame should be within an hour or two at most, especially when the issue is with what something rogers did and not on the customers end. |
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jhuang2
Member
2012-Aug-20 10:13 am
heh, i was actually coming to report that about 10 minutes ago the EXACT same thing happened to me. inputting the DNS manually did indeed give me access again. i was ready to go back to rogers too. |
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to torontoirish
Just got home... Internet still not working..
I inputted the dns manually and i got my internet back up and running instantly...
Thanks for the numbers! |
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elwoodbluesElwood Blues Premium Member join:2006-08-30 Somewhere in |
to torontoirish
No they wouldn't know who gets moved. Rogers says we're doing a node split, we need some IP's and Teksavvy replies.
Remember, everything till the POI is in Rogers hands, after that you can blame Teksavvy for any problems. |
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to torontoirish
down again. |
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